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THIS WEEK

Designing a process with the customer in mind

Ron Kaufmann provided two contrasting examples of how two world-class airlines handled the identical request that he made, whilst on two separate long-haul flights that he took. The first example involved his flight on Singapore Airlines (SQ) and the second read more...

Missing ingredient in hospitality isn't on the menu

Ever been out for dinner at your favourite Canberra venue and left wondering why the night didn’t quite click?   The food might have been good, the service quick enough, and yet something about the experience felt flat.   Maybe your waiter seemed distracted, read more...

Systems error in customer service

Earning airline miles requires dedication: Sure, you can earn them by flying regularly – but not everyone can afford to do that. I certainly cannot.  I do fly occasionally with my wife but when holidaying overseas. But if one wants to read more...

LAST WEEK

You cannot sell what you don't know

Waiters and waitresses, also commonly known as servers, are members of the hospitality service industry who attend to guests by taking orders, serving food and beverages, and processing payments. They clean and prepare (set up) tables before, during, and after read more...

The 3 biggest reasons restaurants aren't profitable

Running a restaurant has never been easy. Margins are thin, competition is fierce, and customers’ expectations are higher than ever. But even in challenging times, some restaurants thrive while others struggle to keep their doors open.   After working with hundreds of read more...

Hassled customers and the return of the retail robot

Historically in customer experience, the term retail robot has been used to describe frontline employees who just went through their day and more importantly, through customer interactions robotically, reading enthusiastically from a script, interacting the minimum possible to complete the read more...

MOST READ

The changing face of hospitality

If you manage any type of hospitality business currently you have likely experienced many challenges that you have never seen before. From supply issues to labor shortages, it is harder and harder to keep a restaurant, bar, hotel or entertainment read more...

Sri Lanka Tourism - slip, sliding away

The Paul Simon song “Slip Sliding Away” tells what can happen if we don't live deliberately. Where drifting is just existing, coasting along without purpose or direction. Even if we have a desire, dream or purpose, we spend most of read more...

Quality control gone out of control

What do you do when you're control is out-of-control? Conventional wisdom is that you repeat the control or try a new one. But what do you do when your controllers go haywire? The operator of a Japanese luxury sleeper train scrapped read more...

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